Please use this identifier to cite or link to this item: https://repository.iimb.ac.in/handle/2074/11779
DC FieldValueLanguage
dc.contributor.authorBansal, Anand Parkash
dc.contributor.authorNagadevara, Vishnuprasad
dc.date.accessioned2020-04-22T13:50:25Z-
dc.date.available2020-04-22T13:50:25Z-
dc.date.issued2010
dc.identifier.issn1935-5688
dc.identifier.urihttps://repository.iimb.ac.in/handle/2074/11779-
dc.description.abstractCustomer satisfaction and client orientation concepts are needed in all service providing organisations, including those engaged in construction and infrastructure provision within the public sector where the public perception about their services is at its lowest. This study measures the expectations and perceptions of various service elements among clients of Military Engineer Services (MES) in India. Customers’ survey mode was used to measure the expectations, perception, importance and satisfaction. The perceived quality of services provided by this department was measured with SERVQUAL instrument on selected attributes using the Gap approach for identifying priorities. Additionally, this study also examines the influence of demographic characteristics of clients on expectations and perceptions of the clients. The results can be used by similar organisations for cultural and structural change to increase accountability and performance, in which the results indicate that the three most important dimensions in the order of importance among the clients of MES are tangibles, responsiveness and reliability.
dc.publisherIGI Global Publishing
dc.subjectCustomer satisfaction
dc.subjectClient Orientation
dc.subjectConstruction
dc.subjectInfrastructure
dc.subjectEngineering
dc.subjectMilitary Engineer Services
dc.subjectMES
dc.titleUnderstanding expectations, perceptions and satisfaction levels of customers of military engineer services in India
dc.typeJournal Article
dc.identifier.doi10.4018/JISSS.2010070105
dc.pages53-73p.
dc.vol.noVol.2-
dc.issue.noIss.3-
dc.journal.nameInternational Journal of information Systems in The Service Sector
Appears in Collections:2010-2019
Show simple item record

Google ScholarTM

Check

Altmetric


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.